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192 Chapter 7 Real-time Monitors
Viewing extensions
In your business, you may be monitoring
• Traditional or hot desking ACD agents who sit at different desks each day and who log on using their
agent ID
• General business, traditional extensions (non-contact center employees) who sit at the same desks
each day, are assigned their own desk phone extensions, and do not log on to their phones (their
phones are programmed with their personal settings and are always active)
• General business, hot desking extensions (non-contact center employees) who log on to any phone
in the enterprise with a virtual extension configured with their personal settings. When the employee
logs on to the extension becomes active. When the employee logs off of the extension it goes out of
service.
You can set up your real-time monitor profile to include two or more Extension by Position monitors: one with
cells that are arranged to show the whereabouts of agents in your contact center, and another that shows the
status of general business extensions: active/inactive, inbound/outbound.
Extension Inbound
Extension Inbound refers to a general business extension on an inbound call.
Extension Outbound
Extension Outbound refers to a general business extension on an outbound call
General business active extension
General business active extension refers to a Mitel desk phone/Contact Center PhoneSet Manager/Contact
Center Softphone that is live with no ACD agents logged on (active extension), or an extension to which a
general business hot desking user is logged on. The user is an active extension not logged on to any ACD
queue.
General business inactive extension
General business inactive extension refers to a Mitel desk phone that has been unplugged or is damaged, or
a soft phone that is not running because the computer is turned off or Contact Center Client is not running, or
a hot desking extension to which nobody is logged on.
Traditional or hot desking ACD agents who sit at different desks each day
If you have traditional or hot desking ACD agents who sit at different desks each day, you use the Extension
State by Position monitor to view where they are sitting in the contact center. After you add Registration
Directory Numbers (RDNs)/desk phone extensions to the monitor, you can arrange the cells to match the
layout of your contact center.
When nobody is logged on to a particular extension, the monitor cell displays the General business active icon
and the phone set RDN ID. When an agent logs on to the desk phone, the monitor cell displays the ACD
agent status, (which can include information such as the time in state, queue reporting number, and Make
Busy status), the agent ID, the agent name, and the RDN (at the bottom of the cell). Depending on the agent’s
current state you may see additional information, such as the time in state, queue reporting number, or Make
Busy status. If the Caller ID card design is selected, you will also see the caller name and phone number.
(See Figure 7-6.)
If you would prefer that Extension State by Position monitor cells be blank when there are no agents logged
on to the telephone system, you can right-click the monitor, select Properties, and clear the Enable the
general business view check box.